Templates
Miscellaneous
Customer Service Training

Customer Service Training

Run this checklist whenever a new customer service team member needs initial training.
1
Introduction:
2
Getting started:
3
Input basic details
4
Read about the company
5
Write a summary of the company
6
Learn the company's mission
7
Rewrite the company's mission
8
Understanding your role:
9
Read about the necessary customer service qualities
10
List key customer service qualities
11
Learn important vocabulary
12
Define the new vocabulary yourself
13
Customer service communication:
14
Vary the initial greeting
15
Mirror customer's tone
16
Install Grammarly
17
Proofread the written material
18
Writing your first customer service reply:
19
Draft a response
20
Understand saved replies
21
Diffusing tricky situations:
22
Learn about the H.E.A.R.D. approach
23
Summarize the H.E.A.R.D method
24
Know how to use incentives
25
Using applications:
26
Get to grips with the email client
27
Learn about the customer messaging platform
28
Understand group chat software
29
Moving forward:
30
Ensure keyboard works properly
31
Test headset and microphone
32
Book a test call with your manager
33
Install a password manager
34
Assign manager
35
Sources:
36
Related checklists: